Role Description
To bring this movement to life, we’re hiring our first Operations & Support Associate. You’ll be at the center of OffMenu’s operations, shaping the systems that keep every merchant cycle running smoothly and every customer experience on track.
• Partner closely with our Sr. Product Manager and CX teams to support restaurants, resolve fulfillment issues, improve our operating playbooks, and turn recurring problems into better tools and processes.
• Expect occasional evening or early-morning attention when time-sensitive issues come up.
What You’ll Own
• Run smooth merchant cycles.
• Own the operating calendar from menu deadlines to delivery windows, ensuring every active merchant is ready before each cycle goes live.
• Be the go-to partner for restaurants, supporting merchants on cycle status, promos, fulfillment changes, subscriber capacity, pauses, and day-to-day questions.
• Catch issues before they become bigger problems by monitoring dispatch, delivery, fulfillment, refunds, and payout details.
• Create the operating playbook by turning recurring fire drills into clear SOPs, checklists, and runbooks.
• Support customers with care and urgency by triaging incoming support requests and resolving issues quickly.
• Help merchants keep momentum by nudging restaurants to promote their subscriptions and tracking follow-ups.
• Coordinate design and launch needs by turning merchant requests into clear briefs.
• Partner with product and engineering to translate merchant and customer feedback into clear product requests.
• Share the right signals by contributing to weekly leadership reporting.
Qualifications
• 2+ years in operations, customer support, account management, or a similar role at a startup, marketplace, restaurant, delivery, subscription, or high-growth company.
• A clear, warm communicator who can build trust with restaurants, customers, and internal teams.
• Strong attention to detail and comfort managing several moving pieces at once.
• Calm judgment under pressure, especially when a customer, merchant, or delivery issue needs a quick answer.
• A builder mindset; you do not just solve the issue in front of you, you ask how to make it easier next time.
• Comfort using tools like Linear, Slack, Gmail, Retool, support systems, and AI tools.
• High ownership and follow-through; if something matters to the merchant or customer experience, you make sure it gets done.
Nice to Have
• Experience in food, restaurants, delivery logistics, subscriptions, marketplaces, or e-commerce.
• Experience working with freelance designers or creative vendors.
• Familiarity with support tooling, knowledge bases, CX workflows, or internal ops dashboards.
• Experience building SOPs, onboarding materials, or lightweight systems in an early-stage environment.
What Success Looks Like
• Merchants feel supported, informed, and confident going into every cycle.
• Delivery and fulfillment issues are caught early, resolved quickly, and used to improve the system.
• Customers get fast, thoughtful support when something goes wrong.
• Repeated issues become documented processes, product fixes, or better operating routines.
• Subscription cycles keep momentum because merchants get the right reminders and follow-up.
• Product, CX, and operations have a clearer picture of what is happening on the ground.
• OffMenu becomes easier to run each week because you are building the operating foundation as you go.
Benefits
• 💸 Get paid in USD
• 🗺 Work remotely: design the life that you want
• ⛱ Enjoy 15 days of vacation each year from the start date
• 🎄 16 fully paid Argentinean holidays
• 🩺 Healthcare Benefit: Monthly stipend to use in your preferred healthcare provider
• 🗓️ 5-year Sabbatical: After 5 years with CookUnity, you get a 4-week paid sabbatical
• 🐣 Paid Family leave
• 🕯 Compassionate Leave: 3-5 days each time the need arises
• 🧘🏽♀️ Flexible benefits, your way: a prepaid card you can use on wellness, learning, food, and more.
• 🤖 AI-forward workplace: enterprise access to ChatGPT and Claude to help you work smarter and grow faster.
• 🧑🏫 Personalized English coach